topic Business 5G Hub Fault in Mobile Broadband

Business 5G Hub Fault

DrewRuthven1961 — Sun, 02 Aug 2026 07:35:24 GMT

My Busibess 5G Hub has been down for 3 days.

Keep getting told in broken English, that it is an updating issue and should be resolved within 24 hours.

I have gone the whole weekend with no

Internet access for my business. Loss of trade has been substantial.

The lack of understanding by EE is astounding. I urgently need this fixed or another supplier who will provide a reliable service and a customer service department that can actually communicate in English.

Re: Business 5G Hub Fault

DrewRuthven1961 — Sun, 02 Aug 2026 07:32:45 GMT

My Busibess 5G Hub has been down for 3 days.

Keep getting told in broken English, that it is an updating issue and should be resolved within 24 hours.

I have gone the whole weekend with no Internet access for my business. Loss of trade has been substantial.

Re: Business 5G Hub Fault

JimM11 — Sun, 02 Aug 2026 08:41:25 GMT

@DrewRuthven1961 Do you not have a EE Contact in your Business Account to call, the Forum is not EE CS Customer Service, can direct you to EE call centre but not to a business account side. The coverage checker bottom link may give you some insight to what is happening maintenance wise.

Help Centre | EE then top right switch to business, see were that takes you.

EE Mobile Coverage and Service Status Checker - The EE Community

Re: Business 5G Hub Fault

Northerner — Sun, 02 Aug 2026 10:27:11 GMT

Hi @DrewRuthven1961

I assume you have tried restarting your router.

If it is that critical to your business you should consider a backup in case the network is down with another provider. Ideally never to be used but just in case.

Thanks

Re: Business 5G Hub Fault

Kandi191 — Sun, 02 Aug 2026 17:15:48 GMT

f it helps, know you aren't alone.

My partner and I have 2 homes/offices, an EE Wifi at both locations and haven't had usable internet in over a week. It was progressively getting worse but the last few days have been unmanageable. We have run businesses using everyone's phones to hotspot, which really doesn't work well. Since it also is our home internet, it means we haven't been able to watch TV or do anything productive at home either.

We have called multiple times and been given the same excuse as you, global upgrades etc... today it was so bad! My partner was on the phone (with someone in India) and right at 6pm the line went dead, mid sentence, as that is when customer service closes for the day.

No back-up or replacement ideas, no date as to when it will be fixed, it is probably the worst CS I have had as a business or a regular customer. We are considering leaving the contracts and going somewhere else at this point. We were even yelled at by a customer service rep on the phone for going into the store, where they told us that service was fine in our area and nothing was wrong on the outage map. They have hinted at a refund for the period of time it is down. We also noticed in store they have a new router and wondering if part of the problem is having the 'slightly' older model which is still avalible online but not the newest.

Re: Business 5G Hub Fault

scrachatron — Mon, 03 Aug 2026 00:42:12 GMT

I am having thew same issues i have a "Smart 5G Hub 7 Pro" running firmware version: HH70C_V01.04
The internet has continuously been being dropped like clockwork i get 1 moment of a YouTube video for example then nothing and all my devices need to reconnect, Using Ethernet doesnt solve the issue and the hub logs report no faults but something is DEFINETLY wrong

Glasgow Area but for a piece of kit that is no more than a year old since purchase this is unacceptable service